• Manage and resolve customer inquiries through Freshdesk, including WhatsApp and email • Serve as the first line of defense for customer support tickets after AI handling • Answer inbound phone calls and assist customers with order placement • Resolve support tickets efficiently, including basic bot-related issues • Use sound judgment to investigate and handle complex customer concerns (e.g., return requests, order issues) before approving or escalating • Qualify incoming leads using defined criteria and escalate qualified opportunities to the sales team • Perform basic Shopify tasks such as listing updates • Maintain accurate records and updates within Freshdesk internal database • Collaborate with internal teams to ensure timely and effective issue resolution • Perform other tasks related to the position